Level of Satisfaction and Loyalty of Users of Products and Services of the First-Class Clubs of Tehran Based on the" ECSI" Model

In today's competitive environment, discovering customer needs and meeting their demands before competitors is a key prerequisite for companies to succeed. The study is to find a model for explaining customer satisfaction and measuring it. The present research attempts to compare customer expectations of product or service performance with product or service performance (according to customer perceptions) during a process. Finally, the focus of this study is on clarifying the variables associated with the process of customer satisfaction which results in a managerial exploitation by measuring customer satisfaction. In this research, first of all, the concepts, theoretical principles and customer satisfaction measurement models are investigated in order to determine the factors affecting customer satisfaction from the theoretical aspect. Then, the model used to assess customer satisfaction as the current study is described and its results are described. In order to analyze the data collected by research questionnaires the satisfaction of different groups of customers regarding the equipment and services studied from the perspective of the indicators of the European customer satisfaction measurement model is described. The statistical population of this study was selected by cluster sampling method and has been sampled in 73 samples. Meanwhile, for data analysis statistical methods for comparison of means and correlation for data analysis have been used.